Understanding the Role of Complaint Handling on Consumer Loyalty in Service Relationships

Rothenberger, Sandra; Grewal, Dhruv; Iyer, Gopalkrishnan R.

doi:10.1080/15332660802516029

Cited by 31 publications

(18 citation statements)

References 24 publications

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“…Holloway and Beatty (2003) offer indirect support for this relationship; they found that only 25.6% of the respondents who complained to the service provider planned to return to that company while 74.4% indicated they would not repurchase from that company again. Rothenberger, Grewal, and Iyer (2008) reported that the simple act of complaining is negatively related to the loyalty dimensions of recommendation and reuse. The authors argued that loyalty depends on fair resolution of the service problem.…”

Section: Ccb Pcs and Loyaltymentioning

confidence: 98%

Customer e-complaining behaviours using social media

Balaji

Jha

Royne

2015

The Service Industries Journal

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This paper develops a conceptual framework about customer complaining behaviours (CCB), using social media. Specifically, this research expands the current understanding of CCB by examining the differential impact of unfairness, firm response, retaliation, locus attribution, stability attribution, and personal identity on public complaining and private complaining using social media, and their subsequent impact on post-complaining satisfaction (PCS) and loyalty. Public complaining refers to customer complaints directed to a service provider, while private complaining refers to service failure complaints directed towards other customers. A structural equation model shows that high levels of unfairness, firm response, locus, and personal identity have a strong influence on public complaining, while desire for retaliation is a significant factor influencing private complaining. The findings contribute to practice by providing useful and pertinent information for developing suitable web care interventions to effectively deal with public complaining and private complaining through social media platforms.

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Section: Ccb Pcs and Loyaltymentioning

confidence: 98%

Customer e-complaining behaviours using social media

Balaji

Jha

Royne

2015

The Service Industries Journal

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“…Passengers lack awareness of their consumer rights. Rothenberger, Grewal, and Iyer (2008) mentioned that price is a concrete cue used by consumers to evaluate quality, value, and purchase intentions. Favorable price perceptions (e.g., fair prices and good value) are likely to enhance customer loyalty (i.e., the greater likelihood of recommending and reusing the service provider).…”

Section: No Actionmentioning

confidence: 99%

Exploration of Customer Complaint Behaviors Toward Macau Low-cost Carriers

Li¹,

Chan²,

Tang³

2017

IBR

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In 2015, the number of complaints against airlines in Macau increased considerably. In today's keen competitive business environment, maintaining a good reputation and positive word-of-mouth within the industry is essential to increase competitiveness. Hence, Macau low-cost carriers should gather more customer feedback to improve their product and service quality. Macau passengers would speak to the management, their friends and family, and media and even choose boycott the companies when they feel dissatisfied with their travel experiences. The present study aimed to investigate the behavior of passengers in Macau toward low-cost carriers. A qualitative approach was adopted using a sample of 20 respondents who had previously submitted complaints to low-cost carriers. Semi-structured questions were asked in the in-depth interview. The results demonstrated the rationale behind the complaints. Perception of complaint behavior of Macau low-cost carriers' passengers was discovered. Recommendations were proposed to provide insights for industrial practitioners.

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“…The opportunity that a complaining customer gives a company in terms of recovery and improvement of the relationship should not be underestimated. Companies who do not rise to the challenge of complaining customers are turning down the important opportunity of reclaiming and improving a relationship (Rothenberger et al, 2008). Companies who have not as yet understood this, urgently need to reconsider their thinking and management such that they regard complaints as a valuable source of market intelligence which enables them to solve the customer"s problem and improve the company"s offerings (Priluck & Lala, 2009).…”

Section: The Importance Of Handling Customer Complaints After a Servimentioning

confidence: 99%

Does culture impact preferred employee attributes in complaint-handling encounters?

Gruber

Abosag

Reppel

et al. 2013

Total Quality Management & Business Excellence

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Recently, Gruber et al."s (2011) Kano study revealed that complaining customers in Saudi Arabia are less difficult to delight than UK customers. The present study investigates whether these differences are caused by different service sector development stages, as suggested in their study, or by cultural differences instead. Data were collected using Kano questionnaires from 151 respondents with complaining experience in Singapore. This country was chosen as it has a highly developed service economy (like the UK) but also a collectivistic culture (like Saudi Arabia). The analysis reveals that Singaporean customers show the same preferences as those in the UK. We consider this as a strong indicator for the suggested impact of the stage of service sector development rather than cultural differences on complaining customers" preferences of frontline employee attributes. Our results support the findings by Gruber et al.(2011). By doing so, they surprisingly refute previous research which concluded that national culture plays a significant role in shaping customer expectations during complaint handling encounters. Our study especially corroborates the notion of a life cycle of quality attributes that had been found for goods and services and the preferred attributes of frontline employees dealing with customer complaints.

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Understanding the Role of Complaint Handling on Consumer Loyalty in Service Relationships

Cited by 31 publications

References 24 publications

Customer e-complaining behaviours using social media

Customer e-complaining behaviours using social media

Exploration of Customer Complaint Behaviors Toward Macau Low-cost Carriers

Does culture impact preferred employee attributes in complaint-handling encounters?

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